Sync Request participants from JSM to Jira tickets

General Questions
1

Hi team,

We are syncing JSM and Jira tickets in the same instance between two different projects.

When a customer creates a ticket through the JSM portal and adds additional customer contacts, both the portal and Service Desk views correctly display the list of request participants. However, this information is not visible on the corresponding Jira issue.

For example, in the JSM portal, the customer added four participants when creating the ticket. But in the Jira issue used by the Engineering team, the participant list is not shown. As the engineers are not JSM agents, they are unable to see who else has been included, which may affect communication and visibility.

Can Jira be updated to display the participants that were defined in the JSM portal? Can you please help me with scripts that needs to be added in the incoming and outgoing script in the connection?

Looking forward to your response.

Regards,

Neha N Pai

2

Hi @Neha ,

Have you tried this approach already? And what were the results please?

Thanks
Majid

3

Hi @Neha

I wanted to follow up—were you able to resolve the issue using the solution @Majid provided? Please let us know if you need any further assistance.

Thanks,

Sonal